AI-Driven Customer Journey Architect

Places for People; Northwich; On-site; GBP 34,000 - 45,000; Full time

Benefits offered by this job

27 days' holiday + Bank Holidays

Healthcare cashback plan

24/7 remote GP access

Study and qualifications sponsorship

Pension scheme with matched employer (

Life assurance of four times salary

Place Rewards discounts

Job summary

Places for People is seeking a Customer Experience Journey Improvement Coordinator to understand, map and enhance the way customers interact with our services in the UK. You will map end-to-end journeys, pull insights from feedback data, and coordinate improvements through to measurable outcomes.

There is a focus on leveraging AI, automation and digital tools to simplify processes for customers and colleagues.

Qualifications

• Experience mapping, documenting and tracking end-to-end customer journeys in a CX or service-improvement context.
• Ability to produce current and future-state journey maps and verify outcomes.
• Strong analytical and problem-solving skills to identify themes from customer data.

Responsibilities

• Create and maintain current and future-state customer journey maps with touchpoints and pain points.
• Analyse feedback and service data to identify trends and root causes.
• Coordinate journey improvement projects with actions, milestones, risks and KPIs.
• Translate insights into clear requirements for digital or operational changes.
• Explore AI, automation and digital tools to streamline processes.
• Support testing, documentation and adoption of improvements including automation and AI-enabled solutions.
• Collaborate with CX, Digital, Insight, Customer Service and operational teams to drive customer-first improvements.

Skills

Journey mapping

Data analysis

Stakeholder engagement

Project coordination

Job description

Places for People is seeking a Customer Experience Journey Improvement Coordinator to understand, map and enhance the way customers interact with our services in the UK. You will map end-to-end journeys, pull insights from feedback data, and coordinate improvements through to measurable outcomes.

There is a focus on leveraging AI, automation and digital tools to simplify processes for customers and colleagues.